TY  - JOUR
AB  - This paper explores the implementation of a process‐based management system within a service organisation that has recently achieved certification of its quality management system to the ISO 9001:2000 requirements. Many academics and business people alike consider process‐based management as a fundamental requirement of certification to ISO 9001:2000 quality management systems. Hence, this paper discusses the definition of a process‐based management system and also considers, through a literature review, theories relating to the topic. Consequently, a theoretical model is proposed that outlines the factors affecting successful implementation of a process‐based management system. The paper demonstrates that the theoretical model has been assessed within a UK housing association enterprise case study organisation. The case study organisation presented in this paper, shows the potential barriers of implementation of a process‐based management system.
VL  - 10
IS  - 4
SN  - 1463-7154
DO  - 10.1108/14637150410548065
UR  - https://doi.org/10.1108/14637150410548065
AU  - Balzarova Michaela A.
AU  - Bamber Christopher J.
AU  - McCambridge Sharon
AU  - Sharp John M.
PY  - 2004
Y1  - 2004/01/01
TI  - Key success factors in implementation of process‐based management: A UK housing association experience
T2  - Business Process Management Journal
PB  - Emerald Group Publishing Limited
SP  - 387
EP  - 399
Y2  - 2024/04/18
ER  -